Guest Experience Host

What you’ll bring to the team

JOB PURPOSE

• Assist in delivering FOH, and Commercial SPH and achieving Revenue budgets by upselling in all areas
• Enhance the visitor’s experience and expectations by going the “extra mile”.
• Ensure consistent delivery of quality customer service.
• To ensure daily KPI and mystery shopper targets are met.
• Keep the public area in a clean, tidy and safe condition throughout the day

To assist in the day to day operation of the cluster. To provide a quality, courteous, efficient and helpful service to the public at all times. To maximise sales of all areas and provide quality service and excellent customer service to all guests

COMMUNICATION

• To greet all visitors with a smile, a warm and friendly welcome, and a parting pleasantry to complete the transaction.
• To answer visitor enquiries and ensure appropriate action is taken.
• To provide visitors with information relating to the site and assist with the completion of visitor surveys.
• Enforce the Branded Customer Care policy across the entire site.

BUSINESS IMPACT/RESULTS

• Promoting Merlin Entertainments policy of quality customer care by ensuring a courteous, efficient, interactive, helpful and entertaining service to the public.
• To perform all duties within the attraction’s Customer Service Standard Operating Procedures.
• Promoting the policy of quality customer care and ensuring a courteous, efficient and helpful service to the public by dealing with queries and complaints in a positive manner.
• Ensure the mystery visitor criteria are met in respect of product delivery and visitor interaction in order to deliver a minimum score of 95% rating for all areas.
• To ensure that your uniform is clean and tidy and name badge is worn at all times. No visible jewellery is to be worn other than a single plain wedding band and stud earrings.
• To follow the attractions Operational Quality Closing Procedures at the end of the day.
• To impact positively upon the Attraction’s KPI target results
• Liaise with the Duty Manager to ensure that all expected standards of cleanliness, Food Safety and Health & Safety are adhered to.
• Complete all daily, weekly and monthly paper work delegated tasks.
• To do any reasonable duty as detailed by the Management team of the Attraction.

Benefits

Benefits

• 25% discount in our retail shops and restaurants
• 40% discount online off LEGO, and much more!
• Free bus from Staines station for all employees
• Fortnightly pay
• Free staff parking
• Ongoing training & development to have alonger-termcareer in Merlin
• Access to Perks at Work which 30,000+ national & local employee discounts

Pay Range

GBP £12.81/Hr.

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